We purchased a warranty for our 2004 Volvo S60 sometime last year when my bosses transmission went out in her Volvo. We didn't think we would ever need it but thought it would put us at ease in the case that, God forbid, something ever did happen. This month the transmission decided to go out. So we called US Fidelis and filed a claim. They said to have the vehicle towed to Volvo and have them contact Fidelis. We did just that. Fidelis said that once authorized to do so, they wanted Volvo to take the transmission out and literally take it apart to make sure it wasn't working. (It obviously wasn't going to be in working condition. When the transmission was in the car and you put it in drive, the tires didn't even spin. The clutches obviously were not working.)
Then Fidelis said that Volvo was supposed to replace the parts in the transmission that weren't working. Volvo doesn't do that. So the next option was for Volvo to go to a junkyard and find a transmission with low miles on it to put into my car. Which is absolutely ridiculous. However, Fidelis has not given Volvo the go ahead yet. Fidelis also asked us to fax them copies of 2 oil changes. (What does motor oil have to do with the transmission? NOTHING) So we went to the shop that did the oil changes for us for copies. We faxed them to Fidelis. Fidelis then said that they don't accept "hand written" receipts and that it was stated in our "contract". Half of the shops in my town are individually owned and have hand written receipts.
My boyfriend talked to several customer service representatives today and became irate after each one refused to let him talk to their managers, stating "the manager was on the phone with another customer". He was told that every single time he called today. Funny how the "managers" are always on the phone with another customer. After he got nothing accomplished, he called me to tell me that he was getting nowhere and feared we would have to foot the bill. This put me into tears. There is no way, at this point in time, that we can afford to pay to replace the transmission. So I called, looking for some answers. I contacted a rude customer service representative, who told me she had talked to him today. She gave me attitude throughout the entire conversation and couldn't answer my simple question of "If we get the shop to print out a receipt, will you accept it?" She even put me on hold, without notifying me first, to talk to her "manager".
When she came back she said "I talked to my manager, who was on the phone with another customer and I had to interrupt her, who said the same thing I just told you." This Q& no answer went on for 15 minutes untill she decided that since I wasn't on the policy, she couldn't talk to me about the situation and told me she was going to release the phone call. Maybe that should have been the first thing she said, not the last. We now have printed receipts and we will fax them in tomorrow. I hope everything goes through. After all of this nonsense, we WILL be canceling our warranty with them. Please, do your research. Do not be taken advantage of by this company. They can't even treat their customers with respect let alone go through with their end of the deal.
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